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<div class="font_small color_grey left">Information Technology Industry</div>
<div class="font_small color_grey right"><strong>Teledirect.com.sg</strong></div>

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<h1>Integrated Online Store and Distribution System</h1>

<strong>The Client</strong><br/>
The client is a leading IT manufacturer supplying the computing and communications industries with computers, servers, printing and supplies products. It operates an online store for selected Asia Pacific (APAC) countries, with product fulfillment performed by some of its major distributors in the region. 
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<strong>The Case</strong><br/>
The client needed a dedicated and experienced contact centre partner who could not only service inbound pre-sales calls but also cross-sell/up-sell additional value added services in its online store. The partner would be required to handle the end-to-end customer transactions including payment processing and to coordinate the system integration between the different computer systems in the distribution network. 
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With Teledirect's experience in CRM software development and track record in turning a call centre into a profit centre, the client selected Teledirect as its implementation partner. 
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<strong>The Strategy</strong><br/>
A team was set up to handle all online store enquiries from Hong Kong, Taiwan and Singapore. 
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Teledirect designed a new Customer Relationship Management (CRM) tool that allowed each Customer Service Representative (CSR) to record the particulars of each caller. All captured caller information was immediately transferred to the client's web-based online store. Upon checking out from the store, an order acknowledgement receipt was immediately generated and sent back to Teledirect's Telesmart CRM tool for history tracking. 
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The CSR performed credit card processing using an online merchant account and recorded the authorisation code into the online store admin tool. Upon entering the authorisation code, the distributor would receive an automated order form and arrange for delivery of the products. The CSR was also able to check the delivery status of each order number from the online store admin tool. 
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The database gathered by the CSR in Telesmart was used to perform data mining, for subsequent up-sell / cross-sell programs. For each new program, Teledirect was involved in the following: 
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• Outbound telesales to selected customers for up-sell/cross-selling;<br/>
• Entry of order in online store<br/>
• Processing of credit card payment.
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<strong>The Results</strong><br/>
With Teledirect's help, the client increased its online store sales by 30% in the first month of operations, and had a return on investment of over 20 times. 
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<strong>The Conclusion</strong><br/>
The concept of online store as an alternate direct sales channel will work, when coupled with a proficient pre-sales customer consultant team. 
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<strong>Our Key Measurements of Success:</strong>
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<li>Revenue per call</li>
<li>Revenue per customer</li>
<li>Abandon rate/service level</li>
<li>Revenue per sale</li>
<li>On-time and backlog tracking of issues resolution, escalation</li>
<li>% and Accuracy of data captured</li>
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